.Eaton's Corporate Sector division is currently seeking a Technical Support Engineer Sr.What you'll do:PRIMARY FUNCTION:This position provides pre and post sale technical support for power and energy meters, protective relays, software and communication products.
Serves as a technical resource to customers and Electrical Group personnel for complex problems.
Provides remote support to assist end users and field engineers with product installation, device configuration and data acquisition needs.
Provides technical explanations and demonstrations of products to customers, field engineering and marketing support functions.ESSENTIAL FUNCTIONS:Provide technical support for power quality and energy meters, protective relays, connectivity and software products also supporting services for internal and external organizational channels.Diagnose customer issues and identify appropriate resolution through multiple media outlets including phone, email and conference/in-person meetings.Maintain and update customer call tracker database (logs customer calls with respective resolutions, Open, Close tickets).Provide efficient and accurate pre-sales application and technical support by analyzing and recommending solutions to meet customer's needs including cross referencing competitive products.Conduct hardware and software testing and research to duplicate and resolve customer issues.Communicate with lead technical support engineers around customer status and issues.Proactively communicate customer needs to the product line.Continue professional development in preparation for technological advancements.Qualifications:Basic Qualifications:Engineering degree.Minimum 4 years experience providing technical support to electrical or electronic products, preferably in power systems, power meters or relays.Fluent in industrial Ethernet communications (e.G.
Modbus TCP, BACnet/IP, SNMP, etc).Bilingual - Advanced English.Preferred Qualifications:Bachelor's degree in Mechatronics, electronics, electrical or automation.Prior Technical Support or Customer Service experience.Fluent in industrial fieldbus communications (e.G.
Modbus RTU, BACnet/MSTP, Profibus, etc).Skills:Position Criteria:Basic understanding of electrical power distribution system and power quality concepts.Basic understanding of operating systems, databases, communications protocols (Modbus & BACnet) and networking concepts.Excellent customer service, interpersonal and team working skills.Strong written and oral communication skills.Ability to break down complex systems into simple terms easily understood by others.Ability to adjust and tailor communication styles and technical breadth for varying audiences.Strong analysis and troubleshooting skills.Ability to analyze and troubleshoot integrated hardware and software systems.Hardware and software testing for customer issues.Communication within the engineering team around customer status/issues.Strong organizational and documentation skills